We want our customers to be happy with everything they buy from us.

This is why we are more than happy to accept a refund on most of the goods purchased from us. Please note that certain items which are perishable (including but not limited to inflated balloons), personalised and bespoke products cannot be returned due to the nature of the product unless they are faulty. We require notification of any such faults or issues within 24 Hours of them being received and for the complaint to be accompanied by an image demonstrating the issue. Any defects reported after this time cannot be considered due to the nature of the products.

You should return these items within 14 days and we will refund you the cost of the products ordered.

All returns should be sent to Party Save Smile Returns, Unit 16 The Courtyard, Stenson Road, Coalville, Leicestershire, LE67 4JP. We aim to issue a refund within 5 working day of our receipt of your returned goods. Items returned outside of these 14 day return window are processed at our discretion.

If you have any questions regarding a return please contact us via the website contact console.

I wish to cancel my order, how can I do this?

We understand that times do arise when an order is no longer required and for this reason we are happy to cancel an order that has been placed with us. Where an order has been placed and the order has not yet been shipped by our team, you may give us notice of this in writing by email or via our contact us page (not via our chat messenger). In addition to doing this we also recommend contact us by phone to ensure your email has been received. We cannot accept order cancellations solely by telephone. If you wish to cancel an order that has been despatched, or delivered to you, please review our returns policy above.

Damaged and Lost Items

Where an item is damaged, you must notify us of this within 7 days of the expected delivery date (please note we require notice of damage to inflated balloons within 24 hours of them being received). Please notify us in writing via our contact page here. All damages and lost item claims submitted after this time will be considered at our discretion.

Late Delivery Policy

All delivery information times are provided by our couriers and are based on typical transit times. Whilst these delivery times are very accurate, we cannot be held responsible for late deliveries that are as a result of external factors such as adverse weather conditions and postal strikes. We ship all orders where possible, same working day up until 3pm and when the items are despatched they are at the mercy of our courier.

For orders received late as a result of a delivery attempt not being made on your specified date when you have paid for a Royal Mail Special Delivery or Saturday Special Delivery service please contact us, we will be able to raise a claim for a failure to deliver on the guaranteed date and issue a refund for the cost of the delivery of your order. The time to process this refund is dictated by the courier but is typically 7-14 days. Unfortunately if your order is received late as a result of nobody being available to accept your parcel at your specified address a refund cannot be given.

Incorrectly Personalised Items

We are more than happy to personalise certain items for you. For items where personalisation is required we request this is sent to us by our customer. We use the exact personalised message, design or logo that you send to us. We ask all customers to check these carefully for any errors or mistakes as once an item is printed we are not able to amend the item without a new order being required. Where an issue arises that is as a result of our customer confirming incorrectly spelt words or a mistake on a logo we are not able to accept responsibility for this and no refund can be issued.

Complaints Procedure

If you have a complaint regarding your order, we are sorry that you feel this way and of course want to understand the issue so that can evolve to meet our customers needs. We require all complaints to be made to us in writing via our contact page here. We aim to respond to all complaints within 1 working day.

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